Principal Customer Success Specialist - Gen AI, Customer Success Center of Excellence

AWS is seeking a Principal Customer Success Specialist - Gen AI to transform how organizations plan, execute, and operate their businesses through adoption of Amazon Quick and AWS's generative AI platform. This is a senior individual contributor role within the AWS Specialists & Partners (ASP) Customer Success Center of Excellence, requiring a combination of executive-level strategic vision and practical credibility to help customers fundamentally reimagine their business processes using AI.

Amazon Quick is AWS's enterprise AI platform that enables organizations to transform how work gets done, from knowledge management and research to decision-making and operational workflows. This role focuses on helping customers move beyond AI experimentation to systematic business process reinvention at enterprise scale.

You will define the methodologies, frameworks, and repeatable models that shape how AWS and its customers approach AI-powered business planning, execution, and operation transformation. Your work will directly influence product roadmaps, partner ecosystems, and go-to-market strategies, creating lasting organizational and market impact across hundreds of enterprises globally.

Key job responsibilities

• Strategic Customer Transformation: Design and lead comprehensive “business execution” transformation strategies for enterprise customers adopting Amazon Quick and AWS Gen AI services, addressing process redesign, organizational capabilities, change management, and value realization through integrated frameworks and executive alignment.
• Offering Development & Scaling: Build repeatable transformation methodologies, maturity models, and assessment frameworks that enable AWS and partners to guide customers from AI experimentation to systematic business process reinvention at scale. Synthesize learnings from customer engagements into documented playbooks, best practices, and success patterns that inform AWS product roadmap and GTM strategy.
• Partner Ecosystem Enablement: Co-develop transformation offerings with strategic consulting partners (GSIs, SIs, boutique AI consultancies) and support the partner-led organization as they create enablement programs, including training, certification, and delivery toolkits, that scale high-quality customer success delivery through the partner ecosystem.
• Customer Success Management: Monitor customer transformation health and proactively address adoption barriers while driving measurable business value realization (productivity gains, cost reduction, decision quality improvement) through structured success planning and executive business reviews.
• Thought Leadership & Innovation: Develop leading point-of-view content, maturity models, and best practices for AI-powered business execution transformation that establish AWS intellectual leadership. Influence Amazon Quick product roadmap through synthesized customer insights and represent AWS as a recognized expert at industry forums and executive events.

Basic qualifications

• Experience leading large enterprise transformations with AWS/cloud services.
• 10+ years of experience in senior customer-facing roles including customer success management, strategic consulting, or business transformation advisory, with direct accountability for enterprise customer outcomes.
• 15+ years leading complex, large-scale business transformation or organizational change programs with significant technology enablement components in enterprise contexts.
• Deep expertise in enterprise business execution and process transformation, with direct experience advising organizations through significant operational reinvention initiatives (not just technology implementations).
• L300+ understanding of Amazon Quick capabilities (AI-powered search, research agents, custom agents, workflows, knowledge management) and the AWS Gen AI platform (Amazon Bedrock, SageMaker, foundational models, RAG architectures) with ability to articulate technical capabilities in business value terms to executive audiences.
• Demonstrated experience leading enterprise change management initiatives involving AI/automation adoption, including organizational capability building and adoption measurement.

Preferred qualification

• AWS certification, such as, AWS Solutions Architect, or a similar cloud certification.
• Proven track record developing and scaling customer success programs or transformation methodologies, including creating original frameworks adopted broadly by large teams or partner organizations.
• 5+ years of direct experience in business operations transformation, process optimization, or enterprise productivity initiatives at scale, with measurable outcomes achieved.
• Strong executive presence with demonstrated ability to influence C-suite and VP-level stakeholders on business strategy and operational transformation (not just technology decisions).
• Deep understanding of AI/ML capabilities for business operations including knowledge management, research and analysis, decision support, workflow automation, and agentic AI for autonomous task execution.
• Demonstrated ability to synthesize complex customer insights into actionable strategic frameworks with broad applicability across industries.
• Hands-on experience with Amazon Quick, AWS AI/ML services (Bedrock, SageMaker), or comparable enterprise AI platforms in customer-facing delivery contexts.
• Understanding of enterprise data architectures, governance frameworks, and integration patterns required for AI-powered business operations.
• PMP, SCRUM, Agile, or SAFe certification with demonstrated track record driving measurable business outcomes (productivity improvement, cost reduction, decision quality) in enterprise transformation initiatives.
• Experience designing large-scale organizational change management programs including communication, training, and adoption measurement systems.
• Experience building partner ecosystems and enablement programs, including co-developing transformation methodologies with strategic consulting partners.
• Published thought leadership in business transformation, AI adoption, or enterprise productivity, with track record influencing product roadmaps through customer insight synthesis.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers.